Consumer Support Contact Center Phone Associate - MN Health Insurance Prog Rep 1

About the role

This position plays a vital role in supporting the public, applicants, and enrollees of Minnesota Health Care Programs by serving as the primary point of contact for accurate and up-to-date information. The incumbent’s primary responsibility is assisting individuals via incoming calls related to eligibility and enrollment across various MHCP programs.

Responsibilities

• Provide real-time assistance and education through phone calls with applicants, enrollees and their representatives, the public, and other clientele about MinnesotaCare, Medical Assistance for Families and Adults Without Children and Insurance Affordability Programs available through MNsure, including eligibility requirements, processes for applying, responsibilities of enrollment, benefits of the programs, and how to receive services in which they are authorized.
• Using procedures and policies, complete eligibility and enrollment services related to individuals applying for or enrolled in MinnesotaCare.
• Protect enrollees’ private health information including reporting of disclosures following HIPAA (Health Insurance Portability and Accountability Act), Federal Tax Information, Social Security Administration Information, Protected Health Information, and all policies outlined in the Minnesota Government Data Practices Act (MGDPA).

Requirements

A successful candidate must demonstrate strong communication skills, an in-depth understanding of healthcare policies, and the ability to guide consumers through complex processes with clarity and empathy. Remaining informed of procedural updates and policy changes is essential, as is the ability to provide informed, compassionate assistance to Minnesotans seeking access to critical health services.

Qualifications

• Two years of educational or work experience demonstrating: Mathematical skills to sum up multiple income sources including deductions & taxes. Strong computer skills with the ability to efficiently navigate multiple applications and databases while maintaining accuracy and adapting to new technologies.
• Experience in evolving policy regulations and technological changes. Strong verbal and written communication skills.
• Proven accuracy and attention to detail in fast-paced, deadline-driven environments.
• Customer service mindset with patience, empathy, and problem-solving skills.

Skills

Experience in Health Care with an emphasis on Minnesota Health Care Programs. Experience working with the METS system for Minnesota Health Care programs. Knowledge of Affordable Care Act. Possess professional experience within the financial services industry, with a specialized background in tax compliance, calculations, and reporting. Skilled in analyzing documentation such as immigration forms (USCIS forms), birth certificates, passports, permanent resident card, employment authorization documents, etc. Ability to multi-task and work independently with a strong work ethic and demonstrated record of regular attendance. Ability to communicate confidently and effectively with consumers, stakeholders, and staff sufficient to provide accurate and practical information on individual cases. Ability to read, speak and write English well enough to understand, apply and explain complex eligibility policies. Quick adapt to changing policies and procedures. Ability to administer policies, procedures, and systems. Variety of experiences working effectively with others from different backgrounds and cultures.

Benefits

Your benefits may include: Paid vacation and sick leave 12 paid holidays each year Low-cost medical, dental, vision, and prescription drug plans Fertility care, including IVF Dental and orthodontic care for adults and children 6 weeks paid leave for parents of newborn or newly adopted children Pension plan that provides income when you retire (after working at least three years) Employer paid life insurance to provide support for your family in the event of death Short-term and long-term disability insurance that can provide income if you are unable to work due to illness or injury Tax-free expense accounts for health, dental, and dependent care Resources that provide support and promote physical, emotional, social, and financial well-being Support to help you reach your career goals: Training, classes, and professional development Tuition reimbursement Federal Public Service Loan Forgiveness Program (Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, visit the Federal Student Aid website at studentaid.gov) Employee Assistance Program (EAP) for work/life support: A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well-being, or job performance Common sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issues Daily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care Programs, resources and benefits eligibility varies based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota.

Pay

$24.84 - $34.84 / hourly; $51,865 - $72,745 / annually

Schedule

Varies